Experienced Full Stack Customer Support Analyst – Medical Imaging Software – 3rd Shift Remote Position with blithequark
About blithequark At blithequark, we're on a mission to illuminate the path to answers in healthcare. Our cutting-edge medical imaging solutions are designed to streamline the flow of information, simplify complex processes, and maximize efficiencies. By empowering physicians with the tools they need, we're helping patients get the answers they need faster and improving outcomes for everyone. With a global presence and a commitment to innovation, blithequark is revolutionizing the way healthcare organizations approach medical imaging. Job Summary We're seeking an experienced Customer Support Analyst to join our team as a full-time, exempt position. As a primary technical resource for our InteleShare application, you'll play a critical role in ensuring our software is properly configured and working effectively for our customers. This is a remote position within the USA, and you'll be responsible for real-time troubleshooting, resolving cases, and providing exceptional customer service. Key Responsibilities Respond to client problems via phone and portal, and actively monitor client sites Log and document all incidents within a ticketing system and problems within ServiceNow Analyze, diagnose root causes, known errors, and resolve challenging issues relating to software applications, Windows OS, SQL Server databases, and other related technologies Refer incidents to other parties when an incident is beyond your current skill-set Manage and exceed customers' expectations by providing excellent service Ensure that all service level agreements (SLAs) are met and delivered according to Support specifications Participate in sharing knowledge and publishing Knowledge Base articles Install and configure InteleShare software to assist in customer deployments Participate in, and potentially lead, ad hoc projects to help improve InteleShare support operations All work is done remotely through secure connections and via phone and remote desktop-sharing Work Schedule The working hours for this role are 12:00 am - 8:00 am ET, Thursday to Monday. Qualifications Employment Requirements Excellent customer service skills : The ability to provide exceptional service and support to our customers is essential for success in this role. 1-2 years of work experience in Windows administration and technical customer support : A background in Windows administration and technical customer support is required, with a focus on providing excellent service and support. Excellent Knowledge of Microsoft Windows operating systems for Servers and Workstations : A strong understanding of Microsoft Windows operating systems, including Servers and Workstations, is necessary for success in this role. Excellent communication skills in English (verbal and written) : Effective communication skills, both verbal and written, are essential for success in this role. Excellent problem-solving & analytical ability : The ability to analyze problems, identify root causes, and develop effective solutions is critical for success in this role. Displays high attention to problem description, detail, and impact : A high level of attention to detail and the ability to understand the impact of problems on our customers is necessary. Ability to work under pressure - client-facing : The ability to work under pressure and provide excellent service to our customers is essential. Bonus Skills Experience running queries in SQL : Experience with SQL and the ability to run queries is a plus. Knowledge of Linux : Knowledge of Linux operating systems is beneficial. Excellent Knowledge Mac OS : Experience with Mac OS is a plus. Experience with SaaS / cloud environments : Experience with SaaS and cloud environments is beneficial. Experience in a medical and/or research environment - DICOM, HL7, HIPAA, Healthcare IT (HIT), medical imaging - PACS or RIS : Experience in a medical or research environment, particularly with DICOM, HL7, HIPAA, Healthcare IT, or medical imaging, is a plus. What We Offer Career Growth Opportunities At blithequark, we're committed to the growth and development of our employees. We offer opportunities for career advancement, professional development, and continuous learning. Learning Benefits We provide our employees with access to training and development programs, including workshops, webinars, and online courses. Work Environment and Company Culture We pride ourselves on a collaborative and dynamic work environment that encourages innovation, creativity, and teamwork. Our company culture is built on a foundation of respect, integrity, and customer satisfaction. Compensation, Perks, and Benefits We offer a comprehensive compensation package, including competitive salary, benefits, and perks. Our benefits include: Competitive salary Comprehensive health insurance Retirement savings plan Paid time off Flexible work arrangements How to Apply If you're a motivated and customer-focused individual with a passion for medical imaging and technical support, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to [insert contact information]. blithequark is an equal opportunities employer and welcomes applications from all qualified candidates. All applicants meeting minimum qualifications will be required to complete a 30-minute online assessment as part of your application. blithequark is committed to ensuring equal employment opportunity for qualified individuals with disabilities. Apply for this job